Promissory Notes
Every promise your agents and bots make becomes a note that pays or bounces.
The job
Tracks every commitment a human or AI agent makes to a customer until it is kept, rescues it before it breaks, and judges teams and bots by promises kept rather than by how the conversation felt.
The moment
Every promise an agent or bot makes to a customer is tracked like a cheque that is either paid or bounces. The refund bot's statement shows 4,120 promises made, 3,610 kept and 510 broken.
The broken promises cost $96,000 in repeat contacts. The bot's credit rating is BB, shown beside the 84% resolution rate its vendor billed for.
On today's page, a promise the bot made yesterday, "your refund posts within 24 hours", is stamped as bounced.
The customer's apology went out before the customer had to chase.
What it does
- Clear or bounce a note
- Approve apology batch
- Voice apology call
- Nudge owner
- Escalate with original words
- Send monthly statement
What you see
Almanac and banknote ledger: a calendar day page, a 14-day tide table, cheque-style notes with PAID and BOUNCED stamps, and a monthly bank statement per signatory
What it moves
The share of promises kept on time, and the monthly cost in dollars of broken promises, for each team and each type of bot request.
Built for
- CX leaders & VoC
- Contact-centre operations
- Compliance, complaints & legal
